customer relations Weston-super-Mare, England
Job description
CET MANAGER JOB DESCRIPTION
Key Solutions provides quality, independent mortgage advice to residential purchasers, property investors and commercial clients supporting this with life cover and income protection. What sets us apart from our competitors is that we truly care for our clients.
Every member of the Key Solutions team lives and breathes our ethos: "We are here to make life easier and better for everyone". It's our driving force and reason for coming to work each day.
Role Title: Customer Experience Team Manager
Purpose of role: Leadership and guidance for busy administrative team dealing with fast-paced and changeable environment. Contribute to the overall running of the business through participation in the Leadership Team alongside the Mortgage & Protection Manager & Managing Director.
To provide a 5* service to all that transact with us: through telephone and email interactions with customers, you will provide exceptional customer service by deploying our core values of Trust, Teamwork, Integrity, Service and Transparency at all times. You will always promote a positive and professional image of Key Solutions while processing customer transactions in a confidential and accurate manner.
Reports to: Michael Thompson – Managing Director
Location: Westwick House, Summer Lane,Weston-Super-Mare, Somerset, BS24 7TE
Key Responsibilities:
- Managing the smooth running of the Customer Experience Team
- Holding bi-monthly 121’s with team members
- Handle complaints as required
- Support the Leadership Team
- Attend and minute weekly Operational Meetings to move the company forward
- Providing weekly reports and graphs to the Board on written and issued numbers
- Create and distribute monthly detailed finance report pack along with profit and loss summary, update on pipeline, cashflow, NPW & Clawbacks.
- Agree running costs of business and negotiate costs at every opportunity
- Authorising and managing any business spend
- Monthly payroll
- Yearly Trustpilot account management
- Reconciliation of accounts using QuickBooks
- Monthly dashboard reporting
- Create cashflow for the year ahead
- Meet with our L & G Relationship Manager every month and every quarter in person
- Other support duties as necessary for the CEO and Managing Director
General:
To work at all times in a way that demonstrates our core values:
- Trust
- Integrity
- Teamwork
- Service
- Transparency
To always work within our ethos that "we are here to make life easier and better for everyone”.
Skills and experience required for this role
- Previous experience of managing a team
- Excellent excel skills and good knowledge of QuickBooks
- A relentless commitment to doing the right thing for every client
- A willingness to learn and embrace change
- Be well organised and a great communicator
- Share our belief in a healthy balance of working hard and having fun
- Customer services experience essential
- Customer service orientated and prepared to go the extra mile
- Excellent interpersonal and communication skills with the ability to interact with a wide variety of individuals.
- Confident, clear and professional telephone manner.
- Driven and determined with the ability to come up with solutions on their own
- Organised, methodical and patient with great attention to detail.
- Ability to work as part of a team and individually.
- Good research and problem-solving skills
- Good communication skills
- Resilient
- Highly IT literate (Word and Excel essential)
- A sense of humour
This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business. The post holder will be expected to participate in this process.
Job Types: Full-time, Permanent
Salary: £30,000.00-£34,000.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Financial planning services
- Free parking
- On-site parking
- Paid volunteer time
- Work from home
Schedule:
- Monday to Friday
- No weekends
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Weston-Super-Mare: reliably commute or plan to relocate before starting work (required)
Experience:
- management: 1 year (required)
Work Location: Hybrid remote in Weston-Super-Mare
